Journey to Perfect: Mayo Clinic and the Path to Quality

A discussion of new content in the ASQ Knowledge Center

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Agenda

• Key concepts from Mayo Clinic case study

• Video clip: Mayo’s value creation system

• Discussion• Open networking

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Access Mayo case study components

High-level summary

• History of Mayo's quality journey • Development of Mayo quality culture: how

leaders drove systemwide transformation• Mayo’s approach: a blend of continuous

improvement, Toyota total productive maintenance, Baldrige Criteria, Six Sigma, lean

• How Mayo prepares the next generation of leaders in healthcare quality

Mayo’s results

• Safer healthcare• Care that is less expensive than U.S.

average• 5 to 1 return on investment in quality• Standardized processes that achieve near

perfect outcomes (hand hygiene, administration of Warfarin, and Medicare reimbursement for joint replacements)

Quality deployment at Mayo

Conversation starter—Mayo Quality Construct

• Discuss the significance of the four pillars of the Mayo Quality Construct:- Culture - Execution- Engineering - Infrastructure

• What role do the four pillars play in “making the right thing to do, the easy thing to do?”

Conversation starter—infrastructure

• Discuss the four infrastructure challenges James Dilling outlines:

- Decision making - Education

- Measurement - Diffusion • What lessons can be found in Mayo’s

progress with these challenges?• What best practices can other industries

offer Mayo and healthcare? (What advice would you give Mayo engineers?)

Conversation starter—organizational transformation

• How can quality be an effective strategic driver for the transformation of an organization?

• How might Mayo’s approach affect your definition of quality or the way you talk about quality?

Continue the discussion

• Complete post-meeting survey or contact knowledgecenter@asq.org – Recommend organizations for case studies– Recommend topics for your Section meetings– Offer feedback on this meeting or the case

study– Get help finding more content that meets your

needs

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